Artificial intelligence and customer satisfaction in the Nigerian banking sector
Artificial intelligence and customer satisfaction in the Nigerian banking sector

Summary/Abstract: The integration of artificial intelligence (AI) into the banking sector has transformed customer satisfaction, particularly through innovations such as digital payment services and smart banking solutions. Hence, this study aimed to examine the effect of artificial intelligence on customer satisfaction in the banking sector. The specific objectives were to investigate the effect of digital payment systems on service reliability in the banking sector and the impact of smart banking solutions on digital support responsiveness within the banking sector. A descriptive survey research design was employed for the study, and a simple random sampling technique was adopted. The sample size was determined using T. Yamane’s sample size determination formula. Data obtained through a questionnaire were analysed using PLS-SEM through SmartPLS. The findings revealed that digital payment systems positively and significantly affect service reliability in the banking sector – secure fund transfer (β=0.379, T=6.962, p=0.000) and instant payment confirmation (β=0.367, T=1.942, p=0.057). Smart banking solutions positively and partially significantly affect digital support responsiveness in the banking sector – automated account management (β=0.965, T=41.759, p=0.000) and personalised financial insights (β=−0.104, T=1.209, p=0.084). It was concluded that artificial intelligence positively influences customer satisfaction in selected banks across Nigeria. The findings of this study hold practical value for the Nigerian banking sector, as they highlight how AI technologies can be effectively applied to enhance customer satisfaction and loyalty. Bank executives, digital strategy developers, and customer service managers can use these insights to guide investments in personalised AI solutions, real-time support systems, and intelligent service automation, thereby strengthening long-term customer relationships.

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